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Business Profile

RV Dealers

Big Country RV

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in RV Dealers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/11/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ****** ******, **** ******* ** ****** *** ********* *** *** *** ****** ************ ***** ******************* A Senior citizen customers recent Trailer Purchase Nightmare Re: Auto & RV Dealership, Big Country RV, 2614993 ONTARIO INC. Hwy #15 Carleton Place, ON, K7C 3P2 ******* *******, ***** ****** *********, **** ****** Dear ***, We are 2 retired seniors on fixed income who have had a harrowing experience in purchasing a trailer (**** ******** ***** ***** ** *****) through Big Country RV in Carleton Place. We are lifelong campers, the past 30+ years, trailer campers. Along the way, we have bought our trailers both privately and through local dealers. To date, it has always been a pleasant experience. My husbands health is failing, he is not able to tow a vehicle. We thought this was the ideal time to try seasonal camping and so, we headed to Big Country RV in Carleton Place, ON in September, 2021. Initially we found the sales team to be friendly, welcoming, helpful. BCRV had a 28” trailer available that we thought would work for us & provide a bit extra space for a great summer outdoors where my husband could relax and enjoy some restful time. We were happy to find that BCRV’s Platinum preparation service was an inclusion of our purchase. Sales outlined in detail and assured us of the amazing job the Service team would do during pre-inspection, testing,/replace/repair, cleaning, detailing as well as a walk-through orientation + fresh caulking the new-to-us trailer. Because the purchase was fully paid upfront & would stay securely locked on site in BCRV’s locked compound until spring, Sales also offered us use of the interior to store our camping gear over-winter. In April we arranged & paid an additional charge ($ 623.50) for delivery to our seasonal site (we have since learned that this amount is about 3 times what other dealers charge). We arrived on the day at BCRV to find our gear was missing & the trailer had been pumped so full of air freshener,

    Business Response

    Date: 29/11/2022

    ***** ***** ****** ************************* ***** ******* ******** *** **** **** ** *** ***** ******* ********************** ******** *** ***********
     
    Hi *****


    In regard to ****** ****** deals, at the time of the purchase customer requested that we deliver the new trailer to their site.

     the charge for delivery was discuss and was agreed before we deliver the unit to customer.

    delivery is something that a customer can arrange with us or a different company.

    I attached the documents that was agreed and signed at the time of sale.

    in regard to the stuff missing from their trailer was all the previous owner's old camping gear like sewer hose and cable ... We gave them brand new starter kits which include all the old stuff.

    As per smell, we clean all the trailer and spray with air freshener, unless customer request to  use air freshener, we never had such a request from customer.

    Please let me know if you have any other questions.

    ***** ******
    ******* *******

  • Initial Complaint

    Date:12/09/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a trailer there, added a rear view camera and installation with the deal for $1100 plus tax. I picked up the unit on 9/9/22, they gave me a coupon for %25 off any accessories. I called today to ask about extending this offer to the camera, I was told no. My point of view is that they knew about this coupon since they give it to everyone. I think it would be only fair they give me a credit, that can be used in store, service or their campsite. Also, all of the items I purchased that day are grossly overpriced even with the %25 coupon. It would be a good gesture on their part to credit me for that $ as well.

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